New broadband switching service given six week grace period

Due to launch in just two days (12th September 2024), the One Touch Switch service aims to offer a simpler way for customers to switch broadband networks.

Ofcom has given broadband providers an additional six weeks to continue using the old system, however, to help ensure the testing of all different customer journeys.

Despite this, The One Touch Switching Company (TOTSCo) has insisted the new service will still be going live on Thursday, 12th September 2024.

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One Touch Switch go-live dates

Initially due to go live in April 2023, One Touch Switch (OTS) was first delayed until November 2023, then March 2024, and is now due to go live in two days this Thursday, 12th September.

So far, the delays have been due to first establishing the central hub for customer migrations, and then ensuring all the different broadband providers and networks have correctly implemented the new system.

While testing has been underway for a few months now, Ofcom has written to broadband providers giving them an additional six weeks to turn off the old Notification of Transfer (NOT+) process which is currently used.

Ofcom wrote, "in light of the progress to date, we consider that it would be appropriate to retain the existing NoT+ functionality, for a limited period beyond 12 September 2024. This would enable customers to be switched using the existing NoT+ process as a back-up option, and only in those circumstances where communications providers, having started the switching process via OTS, find that it is not possible to technically proceed."

TOTSCo have responded to the announcement by highlighting to providers that this isn't a delay, despite media reports writing it up as such. They said, "we have seen this presented as a delay to OTS go-live, which it clearly is not." ... "CPs should redouble their efforts, including working collaboratively with each other, to ensure that their systems, processes and data are optimised so that matches can be made as the OTS process requires."

20 broadband providers are already actively switching new customers via the OTS system, with a further 50 providers due to join them on 12th September 2024, when over 99% of residential broadband customers will be served by the new switching service.

Why One Touch Switch?

One Touch Switch aims to further simplify broadband switching by extending the gaining provider led service to different networks.

As things stand, gaining provider led switches - where the gaining provider handles the entire switch including cancelling a customer's old service - have been limited to retail providers on the Openreach network.

Where a customer switches broadband between different networks, for example between BT and Virgin Media, they've also had to cancel their existing service themselves, including judging the right day to lose service.

One Touch Switch will remove this extra step for all customers going forward, as well as speed up the time a switch takes from 10 days to just 1 day wherever possible.

As more independent fibre networks roll out, this will help customers move between deals more easily, as well as offer them enhanced consumer protections when switching providers across different underlying networks.

What to do if you're switching broadband

While broadband providers will start using the One Touch Switch system universally from 12th September 2024 whenever they can, customers switching between different networks should still keep an eye on the process and ensure their existing supplier has been notified.

Ofcom has updated their General Conditions to ensure all switches are gaining provider led, so customers only need to place an order for a new broadband deal and their new supplier will handle the entire switch for them.

However, Ofcom's letter also makes note that they'll be continuing to monitor the situation, particularly in regard to individual providers and whether any need to be investigated for not getting on board with the new rules.

As such, for now at least, it's worth ensuring the provider you're leaving is aware of your switch so you don't end up being charged for two services or having to complain further down the line.

Read more about switching broadband providers in our main guide.